21 days old

Support Technician

Hatfield, PA 19440
  • Job Code

Support Technician


  • Troubleshoot basic and advanced software/hardware issues with internal and external customers, including installers and trainers, via phone, email, chat, and remote control/assist software.
  • Update existing dental X-ray equipment, software, firmware and/or hardware remotely and/or on site
  • Answer & resolve inbound calls, emails and chats from Technical Support queues as needed
  • Provide technical account management for customers and manage escalations
  • Provide customer support including training, servicing, and quality assurance
  • Mentor, train, support, and assist Level 1 Technical Support team members as needed
  • Lead/assist with training and quality improvement programs
  • Documents and logs all calls in the CRM system
  • Document and manage Product Development issues to resolution
  • Checks warranty status, orders, and sends replacement parts, equipment, and requests dispatch of technician
  • Collects data or provides basic reports to management
  • Performs other duties and tasks as assigned by their supervisor/manager


  • Minimum 2 year college degree: Associates of Applied Science; Electrical Technology or equivalent experience of 1-2 years Electrical/Mechanical Engineering

  • Minimum of 1-2 years' work experience reading and utilizing circuit board schematics and wiring diagrams

  • 3-4 years of experience in troubleshooting hardware/software in a technical-related field
  • Minimum of 1-2 years' work experience in a customer support role or equivalent
  • Minimum 1 year coaching and mentoring of other technical support team members
  • Minimum 1 year coaching and mentoring of other technical support team members
  • Intermediate knowledge with MS Office; Word and Excel required
  • Understanding and use of CRM systems preferred
  • Experience in a related dental or medical x-ray equipment manufacturer field preferred


  • Information Technology

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Support Technician

Randstad Technologies
Hatfield, PA 19440

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Randstad Technologies
Hatfield, PA

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